6 - Moving a number from Zendesk Sunshine Conversations to another Business Solutions Provider (BSP) or WhatsApp app/Business app

Table of Contents

The new BSP only supports On-Premises phone numbers

The new BSP supports Cloud API phone numbers

Reusing the phone number on WhatsApp app/Business app

FAQ

It is possible to migrate your WhatsApp Business API integration to another Business Solutions Provider (BSP - Zendesk competitor). 📄 Meta official documentation can be found here

All the phone numbers at Zendesk are on Cloud API.

ℹ️ 🔴 Meta Business Manager id

If the client wants to use a different Meta Business Manager id, this process applies (even if the new BSP supports Cloud API phone numbers)

The new BSP only supports On-Premises phone numbers

If the new BSP only supports On-Premises phone numbers, the ISV needs to inform SunCo and SunCo will check when the last Templates was sent. Indeed, if the new BSP only supports On-Premises, SunCo has to manually delete the number from the WABA at the end of the process but can only do that if the ISV did not send Templates for the last 30 days (Meta limitation, there is no workaround, no exception). 

The ISV should send a request to the SunCo team at conversations-support@zendesk.com with the following details:

• appId
• Phone number
• Brand name
• Specify that the business wants to re-register the phone number with another BSP that only supports On-Premises phone numbers.

Here is the process we will follow together:

• SunCo checks when the last Template has been sent.
• If the last Template has been sent more than 30 days ago, SunCo disables the 2FA -> as the number is on Cloud API, it won't impact the messages going through.
• The ISV can delete the WhatsApp integration whenever they want to from their SunCo app.
• After deleting the WhatsApp integration from their SunCo app, the ISV informs SunCo and SunCo can manually delete the number from the WABA. 
• The business can go ahead and re-register the number with the new BSP.

🚨If the ISV sent Templates in the last 30 days, SunCo will provide the ISV the date of the last Template(s), the ISV will have to stop sending the Template for 30 days and come back to us when they want to migrate the number to the new BSP. 

The new BSP supports Cloud API phone numbers

If the new BSP supports Cloud API phone numbers, the ISV needs to inform SunCo. 

The ISV should send a request to the SunCo team at conversations-support@zendesk.com with the following details:

• appId
• Phone number
• Brand name
• Specify that the business wants to re-register the phone number with another BSP that supports Cloud API phone numbers and the WABA migration (API)

Here is the process we will follow together:

• SunCo disables the 2FA -> as the number is on Cloud API, it won't impact the messages going through.
• The new BSP can take over the phone number (high quality templates, official business account and quality rating will be migrated as well). 

Reusing the phone number on WhatsApp app/Business app

If you used the WhatsApp Business API to connect your phone number you can still use it with WhatsApp for Small Business or any WhatsApp app on a mobile device.

• SunCo checks when the last Template has been sent.
• If the last Template has been sent more than 30 days ago, SunCo disables the 2FA -> as the number is on Cloud API, it won't impact the messages going through.
• The ISV can delete the WhatsApp integration whenever they want to from their SunCo app.
• After deleting the WhatsApp integration from their SunCo app, the ISV informs SunCo and SunCo can manually delete the number from the WABA. 
• The business can go ahead and re-use the phone number on WhatsApp app. 

🚨If the ISV sent Templates in the last 30 days, SunCo will provide the ISV the date of the last Template(s), the ISV will have to stop sending the Template for 30 days and come back to us when they want to migrate the number to WhatsApp app. 

FAQ

1. Will I experience downtime if I have a number migrated?
   
   If the new BSP only supports On-Premises phone numbers, the downtime will be longer as we require the integration to be deleted in order to disable the 2FA pin. 
   
   
2. What happens if I cancelled the line with Sunshine Conversations some time ago, and I now wish to have the number migrated?
   
   You should contact us at conversations-support@zendesk.com so that Zendesk can check if the 2FA is well disabled. You also need to inform us if the new BSP supports On-Premises or Cloud API phone numbers. 
   
   
3. In the case of a Sunshine Conversations ISV who is also their own WhatsApp BSP, does SunCo have to initiate the phone number migration? What's the process?
   
   We do not yet support this feature but as a BSP themselves, the ISV could use WhatsApp’s APIs directly to place the required API calls and then use Sunshine Conversations' dashboard or APIs to integrate the number and re-enable the 2FA pin. Steps 3 & 4 of the linked documentation are where a phone number would be activated normally with Sunshine Conversations.
   
   
4. I want to migrate away fromSunshine Conversations and also want to keep a copy of my database. Would Sunshine Conversations take any additional measures to help with this?
   
   That's not something we support at the moment nor do we have plans to support anything like this. Whatever remains stored in their Sunshine Conversations account would be the extent of what you could access.
   
   
5. Can Sunshine Conversations migrate a phone number from a BSP-owned WABA to a customer-owned WABA?
   
   If the client wants to complete the self service (embedded sign-up) process with Zendesk (under their Zendesk account) or with another BSP, it is possible. 
   You should delete the current WhatsApp integration under Sunshine Conversation app, then, you inform us and we will disable the 2FA + delete the phone number from the WABA. Then, the client can go ahead and follow the self service process -> they'll host and own their WABA under their own Meta Business Manager. 
   
   
6. How are messages charged before and after migrating a phone number?
   
   Messages sent before the migration are charged to the source provider. Messages sent after migration are charged to the destination provider. Messages sent from the source, and are not delivered before migration, are still charged to the source provider when they get delivered. In the case of Sunshine Conversations, message charges are passed through to the customer.
   
   
7. Can a phone number be migrated multiple times?
   
   Yes but only the destination WABA owner can perform this migration.
   
   
8. Can phone numbers be migrated in bulk?
   
   No, phone numbers will need to be migrated one at a time.
   
   
9. What will be migrated along with the phone number?
   
   If the new BSP supports the WABA migration, the phone number will keep its display name, quality rating, messaging limits, official business account status and any high-quality message templates previously approved.
   
   
10. I want to update the brand and create a new Meta Business Manager. Is it possible to migrate a line to a WABA belonging to or linked to a different Meta Business Manager? What if I own both Facebook Business Managers?
    
    It is possible. You need to delete the WhatsApp integration from your SunCo app and then, Zendesk will disable the 2FA attached to the phone number and deletes the phone number from the WhatsApp Business Account we host and own on your behalf. You will be able to re-add this phone number to the new WABA created with a different Meta Business Manager id.